Hi All,  

I'm going to lead projects on process capablity while taking inbound customer calls (BPO). I intend to identify the root causes and the initial steps to start of the projects. I'm sure many of us would've done project on similar objective..it'll be great if you can share your insight. It'll be  great help in my project......

Hi Prince,

I would suggest that you follow the following steps:

• Understand the complete process and develop an as-is process map
  
• Identify pain points.
  
• Identify the most critical pain points. Some tools for this exercise are (Fishbone Diagram, Pareto diagram)
  
• Identify attributes of the selected pain points.
  
• Collect data with regards to these attributes over a time period.
  
• Statistically analyze the data.
  
• Draw inferences and suggestions.
  

 Hi,

 Your project may be divided into:

A. person dependent problems

B. hard ware depended problem

C. Administration problem

D. adequacy of technology in place .

May be you can put them in Fish bone Diagram and analyse the problem with your data.

A brain stroming of all together will list out the issues and them clasify as above.

Chose those problems which contribute major effect and address them by questioning 5 time asking why?- to get to the root cause.

Japanese belief that  every problem has two faces  ( like a Coin)- administrative and Technical.

Regards,

R.Devanathan

Hi,

As our friends suggested,

It also depends upon the present Process Followed in the project. Incase you think you need to revamp / use the best of practice in the process

1. List down all the process and its flow of the process (Step by Step).

2. In each step identity the problem or laps in the process.

3. Do a time study on each process, this step will give more clarity on the laps in entire process flow / project cycle, it mite be Functional / Operational / Technical Support etc

4. Try to identify incase any ideal time is present in the system, think of how to cut down the Idle Time, for this you need all the project members' cooperation. That is periodical brainstorming with the project team to get the more valuable suggestions.

5. Priorities the needs of the problem. Try to implement the new derived process one after another and keep track on the performance on each step.

6. Once the entire new process is implemented, you need to have a closed look on the process till it stabilized.

Hi Prince ,

I am sure your question has already beenanswered  by the industry experts above . However , its not must that the current process has a problem in it . So dont just take the prejudiced approach that there is a problem in the system .

As suggested by Pooja , go with an as is map . rate the process efficiency / quality and see which ones have the provision of improvement . Do not forget , your approach and attitude will make all the difference in the results that you seek and derive .

All the best .

Rahul